Over 4 months since my original post, the issue persists. I had Comcast in my house in January for a different issue and pinged them on this vexxing problem. The tech's answer was that my TV was incompatable. The magical "January Update" wasn't going to help.
I've got an Insignia 55" 4K Fire TV directly connected to a XG1v4 4K DVR box using Comcast HDMI cables which I've changed a number of times.
I've got to restart via the app daily, sometimes twice a day if I'm stupid enough to shut the TV off for ah hour. And because this is the master box, the slave box downstairs also gets hung, but only during reboot. While my box isn't working, the secondary box downstairs works fine.
It's clearly an issue between the box and TV, likely not the box nor the TV. There are times I get sound only and black screen. That also speaks to a handshake issue.
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Thank you for the information Samptr, I called and gave them my information (Insignia 4K) and experience to help their engineers with some additional knowledge. The rep said there's some bugs with the 4K boxes, this is known and hopefully to be addressed in the next firmware update by the end of January.
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Having the same problem, but just the last 3 days, not 6 months like someone upthread. I upgraded from an Arris XG1v3 to an Arris XG1v4 and it worked fine for 5 days until Christmas morning and the last 2 mornings. The light to the box is on but the picture is black; the TV is on - Comcast remote changes volume and mutes but Xfinity button, all cable buttons don’t work - the box is in a sleep mode of some sort. I've tried the Comcast app to reboot the box but and it says the command was sent but nothing happens. Or it can’t see the box.
I assumed it was the early morning daily refresh that puts it to sleep but after moving that refresh to midnight last night, it ran and the box continued to work - I did a system refresh after and still no dice. So after I slept 3 hours, the box kept sleeping today.
I've done all the troubleshooting (using the new 4K coax and HTMI cables from the upgrade box - and swapped out to the older to no avail) as everyone in the thread but haven't contacted Comcast yet because I don't want to go through all the same troubleshooting steps again. Yes, the old box works and has survived the early morning refreshes for 1.5 years but it’s in a box headed back to Comcast as of Monday - the day before this problem arose… typical.
So I'm left to hardbooting the device. It's only been three days but seeing the horror stories in this thread, I'm going to hit a boiling point at some time.
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